Hubswire SLA, in plain English
A short summary of our Service Level Agreement: what uptime we commit to, when support answers, and what you get back if we miss. The full SLA document governs if anything here differs.
Download the full SLA (PDF)Uptime commitment
Monthly uptime target for the Hubswire web app and API (app.hubswire.com and api.hubswire.com).
That allows about 3 hours 36 minutes of downtime in a 30-day month. Uptime is measured by our monitoring, which checks the service at least every 60 seconds from two or more locations.
Scheduled maintenance announced at least 7 days in advance, emergency security fixes, and outages at Microsoft Azure or Microsoft 365, in your network, or in your on-premises ERP are not counted as downtime. See Section 6 of the full SLA for the complete list.
Support hours
- Business hours: Monday to Friday, 9:00 to 18:00 U.S. Eastern Time, excluding U.S. federal holidays.
- Critical issues (S1): handled 24/7.
- How to reach us: email support@hubswire.com. For S1 and S2, start the subject with
S1orS2.
Response times
Time to a first real response from a Hubswire engineer, not time to fix.
| Severity | What it means | First response |
|---|---|---|
| S1 Critical | Hubswire is down for all users, or a security incident is affecting you | 4 hours, 24/7 |
| S2 High | A major feature is down or badly degraded for several users, with no workaround | 8 business hours |
| S3 Standard | One user affected, or a workaround exists; questions and configuration help | 12 business hours |
| S4 Informational | Feature requests and non-urgent questions | 3 business days |
Service credits
If monthly uptime falls below 99.5%, you get a credit on your next invoice:
| Monthly uptime | Credit (of that month's fee) |
|---|---|
| Below 99.5%, at least 99.0% | 10% |
| Below 99.0%, at least 95.0% | 25% |
| Below 95.0% | 50% |
- Credits are capped at 50% of the monthly fee and are applied to your next invoice, not paid in cash.
- Claim a credit by emailing support@hubswire.com within 30 days after the end of the affected month.
- If uptime falls below 95.0% in three or more months within any 12 months, you may terminate for cause.
More
Read how we protect your data on the Security & Trust page, and the full terms in our Terms of Service and Service Level Agreement.